Total Tickets Handled represents the total number of tickets being updated by an Agent in all listed channels. We add a maximum of 1 to the Handled Total value for each updated ticket per day.
This means we count the tickets where you left a touchpoint.
In simple terms touchpoints can be described as a ticket submission or the click of the submit button. Therefore, if let's say that you just solved a ticket without leaving any response or comments, we will still count it as a handle ticket.
- Agent A opened ticket #1 that came through the Email channel and sent the reply to the customer at 09:00 am on Monday.
- On the same day, Agent A returned to the ticket to leave an Internal note at 10:00 am
- At 09:00 am on Tuesday Agent A received the reply from the customer and solved the ticket.
In the Agent Scorecard, Agent A will see 2 Handled tickets for the Email group channel:
- 1 counted from Monday
- 1 counted from Tuesday